Making a Complaint

Should you wish to make a complaint we ask that you follow the process outlined below. This will aid us in resolving your complaint in the most efficient manner possible in order to regain your confidence.

Firstly, gather all supporting documents that relate to your complaint, think about the questions you want answered and decide what you want us to do.

Next, contact your account manager directly. Remember, if the problem is current, a call at the earliest possible time will give us the opportunity to resolve your complaint immediately. If your account manager is unable to satisfactorily resolve your complaint, please ask them to refer the complaint to their manager.

If your complaint can not be resolved then you may refer the matter to our Compliance Department. They will review your complaint and contact you directly.

You may contact our Compliance department by writing to:

Compliance

International Capital Markets Pty Ltd

Level 6 309 Kent Street

Sydney 2000

You can also contact our Compliance team directly by sending an email to: compliance@icmarkets.com.au

We aim to resolve most matters within 21 days. However, some complaints are more complex and may take longer to resolve. If this is the case, we will keep you informed of our progress.

Dispute Resolution

We expect that our account managers, Supervisors, or Compliance Team will be able to resolve your complaint. If despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may wish to contact an external dispute resolution scheme.

International Capital Markets is a member of the Financial Ombudsman Service (FOS), an external dispute resolution scheme for the financial services industry.

If you’re dissatisfied with our internal handling of your complaint, you have the right to lodge a complaint with the Financial Ombudsman Service (FOS) Australia if lodged before 1st November 2018. IC Markets is a member of the FOS complaints resolution scheme, and our membership number is 13527. The service provided to you by FOS is free.

The contact details for FOS are:

Financial Ombudsman Service Limited

G.P.O. Box 3 Melbourne VIC 3001

Telephone: 1300 780 808

Website: www.fos.org.au

After the 1st November 2018 any complaints are to be lodged with the Australian Financial Complaints Authority (AFCA). AFCA will be replacing FOS, and will be still be provided to you as a free service.

The contact details for AFCA are:

Australian Financial Complaints Authority

GPO Box 3

Melbourne Vic 3000.

Phone: 1800 931 678

Website: www.afca.org.au